@AKanji-WMF Hi Anil, are we able to do this fairly timely?

Let's aim to do this during Sprint B (starting Jan 30).

@AKanji-WMF Hi Anil, as all of DR is off on the 30th for holiday break, can we move this to the following week?
@MSuijkerbuijk_WMF please note these pending recurring retries from Q2.

FR-Tech - please note this thread: https://wikimedia.slack.com/archives/C5MAUGA72/p1706691364498959

@Eileenmcnaughton - we're wondering if Civimail is the best way to inform these donors that we're about to retry these transactions.

@Ejegg - continuing our triage convo here:

• Because this represents a high drop off (~10K) recurring donors, we'd like to attempt to reactivate them
• We need to figure out a way to let them know we're going to retry, and let them know a date of that retry
• Then we need to retry resuming their recurring gift on Adyen [filtering out anyone who has already independently reactivated their gift]

let's talk through any issues/concerns! cc: @XenoRyet

We should also probably exclude

• anyone who we canceled because the charge failed due to of one of the reasons that they can fine us for retrying
• anyone with a chargeback associated with a recent donation

@EMartin When I limit the cancel reason to just 'auto (maximum failures reached)' for October, November, and December, I actually see only 5,877 cancelled Ingenico recurrings. This is fewer than either of the previous two 3-month periods - there were 7,586 cancels for multiple failures in July, August, and September, and 8,094 cancels for multiple failures in April, May, and June.

I don't think this was actually anomalous, and I doubt we will get many successes.

@Ejegg To be clear, we weren't suspecting there was any problem. We just want to try to recapture a 4th time since it is allowably by the card scheme rules, so we have as many live donors as possible as we close out recurring donors on Ingenico. Also this is a peak time of year so thought a 4th attempt might rescue some donors as a one shot attempt.

I agree with a 4th attempt. We are ready to do so and DR has also prepared this email to be sent through CiviMail.
@Ejegg last week Anil confirmed FR Tech can support with this email to this small group of donors through CiviMail, could you confirm? FYI Content not final, as there is an open question.
@Ejegg and @EMartin open question about charge date: will it bill on the same date as previously, or will they all now bill on the new reactivation date?
Once we have this answer and DR finalises content, we can go ahead.
Thanks all

Thanks @MSuijkerbuijk_WMF - I meant to confirm with @Eileenmcnaughton whether Civimail or another ad-hoc mechanism within Civi could achieve this, but have not confirmed this yet. Perhaps @Ejegg knows of a time we've done this in the past...

@Ejegg Elliott, I just saw the open question above which I think is still open. I say we bill on the new reactivation date since retries don't adhere to the normal charge date.

Hi @EMartin - can you please provide more criteria as to who we need to email to let them know we're going to restart their donation? Elliot had listed some we should consider here

@AKanji-WMF I'm of the view that we don't need to email but simply retry a 4th attempt. I believe @krobinson may have other views on this. Also adding @MSuijkerbuijk_WMF

Thanks all, yes we want to also inform them after the 4th attempt that we are restarting. Here is the content and I agree with the exclusions above @Ejegg

Thanks Elliott.
@krobinson @SHust and @AKanji-WMF tagging you three as per recent conversation. How do you suggest moving forward with this send?
Pasting the copy here again

@MSuijkerbuijk_WMF, I have some problems with that copy - the 'due to a technical error that affected a small number of donors' seems misleading since the failures were due to their card being declined. And the vast majority of the charges are likely to fail again, so do we really want to say we have restarted their charges and will continue charging them, when for most we will just try once more and consider them permanently failed?

@MSuijkerbuijk_WMF Hi Mariana, are we clear here that this wasn't a technical error? We attempted the transactions and these failed as they were declined by issuing banks and now we are retrying them. I just want you to be clear on what is actually happening here to make your decision on how to message this.

Yes, thanks. Even if the issue were card declines, I am fine sending this email but I've asked @krobinson to amend it to include the right reason and a renewal link (in case the donor needs to add a new card).

Hi @Ejegg thanks for your time earlier and your support with this emailing. Here is the updated doc for the renewal emailing.